Research Methodology: Descriptive Research Design

Chapter 3

Research Methodology

3.1 Research Design

The design adopted for this study is Descriptive Research Design. Descriptive research is considered conclusive in nature due to its quantitative nature. Unlike exploratory research, descriptive research is preplanned and structured in design.

The main idea behind using this type of research is to better define an opinion, attitude, or behavior held by a group of people on a given subject. Descriptive studies basically revolves around interacting with participants using surveys or interviews to collect necessary information. These responses would not give unique insights on the issues like exploratory research would. Instead, grouping the responses into predetermined choices will provide

Do you agree?

Table 5.9

5.10) Servicing staff arrived within reasonable time on site to address the service request. Do you agree?

Table 5.10

5.11) The service staff scheduled the service timing according to my convenience. Do you agree?

Table 5.11

5.12) The service staff took adequate time and effort to understand the issues with the product. Do you agree?

Table 5.12

5.13) The service staff provided adequate information regarding the cause of the product issues. Do you agree?

Table 5.13

5.14) There has not been any recurrences of the same issue with the product. Do you agree?

Table 5.14

5.15) The service staff gave ample suggestions regarding maintenance of the product and how to prevent future problems. Do you agree?

Table 5.15

5.16) I felt comfortable to approach the service staff to communicate any of my queries or doubts. Do you agree?

Table 5.16

5.17) The service staff requested my feedback and asked for suggestions to improve their product or service. Do you agree?

Table

There are other variables influencing customer satisfaction that may not have been mapped.

Out the given variables, those which have a significant influence on Customer satisfaction are –

• Product Quality p-value = 0.32

• Technical Issues p-value = 0.14

• Service Response Time p-value = 0.16

• Courtesy p-value = 0.38

• Reasonable Response Time p-value = 0.42

• Effort p-value = 0.44

• Recurrences p-value = 0.33

Chapter 6

Findings

• 81.25% of the respondents are satisfied with the quality of V-Guard products they own.

• About 67% of the sample have experienced some kind of technical issues with their products, most being minor problems.

• The percentage of customers who availed after-sales services atleast once, 2-3 times, and 3-5 times are 42%, 48%, and 10% respectively. None of the respondents have availed aftersales services for more than 5 times.

• About 66% of the respondents avail after-sales services using the toll free number. The authorized dealer comes next with